WEBVTT 00:00:00.120 --> 00:00:05.879 it's been hard to imagine what it was like for Dell to watch our secret 00:00:03.560 --> 00:00:12.080 shopper series and have all their worst problems brought to light but after 00:00:08.200 --> 00:00:15.639 today I won't have to imagine it and 00:00:12.080 --> 00:00:18.720 neither will Nick because I paid five of 00:00:15.639 --> 00:00:20.560 you to secret shop our store and I'm 00:00:18.720 --> 00:00:26.880 sitting with the Creator Warehouse head of product Nick light to enjoy the 00:00:24.279 --> 00:00:30.560 results firsthand we didn't tell him we were 00:00:29.160 --> 00:00:36.440 doing this I say Enjoy because I got a sneak peek 00:00:34.360 --> 00:00:42.600 and it's not all sunshine and rainbows unlike this segue to our 00:00:39.320 --> 00:00:44.320 sponsor this is a star Odo throw away 00:00:42.600 --> 00:00:48.360 all those mismatching apps that you're using to run your business with odo's 00:00:46.360 --> 00:00:52.239 all-in-one software you can focus on your end goal making money click the 00:00:50.680 --> 00:00:56.680 link in the description or watch till the end of this video to learn more 00:01:03.600 --> 00:01:08.920 we started with prominent contributors from our community then we picked two 00:01:07.479 --> 00:01:12.960 more applicants at random from our Discord this was done to ensure that if 00:01:11.080 --> 00:01:17.080 we misrepresented the experience we could be held accountable by these 00:01:14.479 --> 00:01:23.000 strong voices each Shopper was given $300 to spend at LTT Store.com and given 00:01:20.240 --> 00:01:27.200 the task of fabricating a reasonable issue with the order and Reporting on 00:01:24.799 --> 00:01:29.960 the customer service experience to ensure that their stories would be 00:01:28.360 --> 00:01:35.079 plausible we reached out to a disgruntled former member of the LTT 00:01:32.000 --> 00:01:37.040 store team for some inside information 00:01:35.079 --> 00:01:42.399 so there's plenty of issues that come up on the day-to-day desk pads that will 00:01:39.960 --> 00:01:46.759 show up with marks and scuffs on them long shipping times is one that we would 00:01:44.159 --> 00:01:52.960 hear about a lot there'd be missing items missing bonus bin items um the 00:01:50.240 --> 00:02:00.840 free stuff uh water bottle Lids that would break 00:01:55.960 --> 00:02:03.360 right here and screwdriver bit storage 00:02:00.840 --> 00:02:11.319 that would be misassembled and would um separate from the rest of the driver 00:02:06.320 --> 00:02:13.080 okay are you having fun yet um it's a 00:02:11.319 --> 00:02:16.920 journey let's see how we did starting with secret agent n fact Checker 00:02:15.200 --> 00:02:20.680 extraordinaire from the ECC Squad who ordered stickers lounge pants a sketchy 00:02:18.519 --> 00:02:27.040 women's v-neck a screwdriver some bits and the big boy 2000 x600 PTM 7950 00:02:24.800 --> 00:02:30.560 thermal pad right out of the gate it wasn't too good because na had a real 00:02:29.519 --> 00:02:37.480 problem all right she didn't have to fabricate one the thermal pad got squished and 00:02:34.959 --> 00:02:41.959 seeped out of the sides of the packet o oh not the best 00:02:39.920 --> 00:02:46.000 okay I've seen worse sure not ideal it looks like some 00:02:44.720 --> 00:02:55.599 of it escaped from the envelope and melted into the fabric ouch 00:02:51.519 --> 00:02:58.280 oh so Squish and heat cuz the squish 00:02:55.599 --> 00:03:01.760 like the edge seepage yeah not that big of a deal that'll still work if it gets 00:03:00.599 --> 00:03:07.280 on the shirt sucks y okay here's what we said 00:03:06.000 --> 00:03:12.560 so in regards to your T-shirt I would be happy to replace this for you at no additional cost as for your PTM 7950 it 00:03:10.760 --> 00:03:16.000 remains usable in this state due to the semi- liquid nature of the material it 00:03:14.120 --> 00:03:18.879 can be reshaped or used in an imperfect form factor as needed the pressure of 00:03:17.799 --> 00:03:24.080 your machine's heat sync will ensure that all the necessary amount of contact is achieved for this reason we've 00:03:21.959 --> 00:03:26.920 declined to offer replacement for this item we do not require you to send back 00:03:25.680 --> 00:03:32.000 that effective merchandise please feel free to keep it or dispose of it as you see fit thank you for the reply and 00:03:30.159 --> 00:03:37.480 replacement t-shirt I'm afraid I'm still not happy about the PTM 7950 question 00:03:34.879 --> 00:03:43.239 for you though plof was she actually upset or did we ask her to hammer on it 00:03:41.080 --> 00:03:48.480 uh I actually did reach out to Na and ask if she could be our disgruntled 00:03:45.239 --> 00:03:50.680 customer ah disgruntlement but then when 00:03:48.480 --> 00:03:56.560 the real issue happened and this was the reply she got back you'll see why she 00:03:53.439 --> 00:03:58.079 was actually a little unhappy okay I'm 00:03:56.560 --> 00:04:02.720 aware it could technically be used but the damage it suffered is going to make it more difficult than it would normally 00:04:00.840 --> 00:04:05.519 be so it's not what I bought I know it'll work but I wanted this because I 00:04:04.280 --> 00:04:10.799 thought it would be easier and better than regular thermal paste which is true 00:04:08.480 --> 00:04:17.799 I think so far everyone's actually been pretty reasonable yep agreed 00:04:15.440 --> 00:04:24.199 no okay well hold on a second so that was a Saturday to hold on yeah so the 00:04:20.199 --> 00:04:24.199 23rd wait is the 12th a 00:04:24.280 --> 00:04:30.680 holiday no so was the week following a 00:04:27.919 --> 00:04:34.759 holiday oh boy I think if we were to speak with the support team the 00:04:32.840 --> 00:04:37.759 reasoning would have been recovery from the holiday week taking a little bit 00:04:36.360 --> 00:04:43.400 longer to get started on the following week with that said that is something 00:04:40.600 --> 00:04:46.960 that we can actively work on and improve the imperfections will not affect 00:04:44.880 --> 00:04:50.880 performance we recommend putting it in the freezer for a few hours to make it 00:04:48.759 --> 00:04:54.680 easier to work with if you have issues with it let us know we'd be happy to 00:04:52.360 --> 00:05:00.360 help as best we can record your thermals blah blah etc etc also correct it is way 00:04:58.800 --> 00:05:04.039 easier to work with if you cool it down and it is possible that the difficulty 00:05:02.160 --> 00:05:07.759 that she had working with it was because it wasn't cold when she was attempting 00:05:05.639 --> 00:05:12.360 to use it I don't feel like doing PTM jigsaw is a fair statement you replace 00:05:10.479 --> 00:05:17.080 the T-shirt without question now you won't replace the PTM 7950 if you accept 00:05:15.320 --> 00:05:21.880 the T-shirt was damaged you must surely also accept that not all of the PTM 7950 00:05:19.600 --> 00:05:28.759 is still in the packaging could you at least replace the 3/4 of it that is 00:05:26.360 --> 00:05:33.440 damaged okay it took us a little longer than we'd probably like it's August the 00:05:30.520 --> 00:05:38.680 20th by now but but it looks like we did send a replacement for the PTM 7950 00:05:35.919 --> 00:05:41.720 although we called it TPM in this case um and we're going to send two actually 00:05:40.720 --> 00:05:47.240 since they're working with a Threadripper just in case the issue occurs again in shipping we should receive a 00:05:44.800 --> 00:05:50.600 new order confirmation and let us know if there are any other issues so not 00:05:49.680 --> 00:05:56.600 going to lie I was a little stressed until I read 00:05:53.800 --> 00:06:01.520 that I'm a little stressed still but here we are did you know about this case 00:05:59.280 --> 00:06:05.759 did this get escalated to you or like it did not um but the typical escalation 00:06:03.720 --> 00:06:08.840 path these days is not actually to me so we have a number of other leaders on the 00:06:07.240 --> 00:06:12.919 team these days and that's not me shirking responsibility that's just me 00:06:11.120 --> 00:06:16.039 giving an explanation I'm really glad to see that we did wind up dealing with it 00:06:14.400 --> 00:06:21.080 we did wind up getting a replacement up to the customer uh and hopefully from 00:06:18.560 --> 00:06:25.919 there they were able to utilize it without issue here's what na ne had to 00:06:23.440 --> 00:06:28.960 say I've actually decided to give two ratings because there were two 00:06:27.319 --> 00:06:33.639 experiences together and they were vastly different first for the real issue with the PTM 00:06:32.240 --> 00:06:37.720 I'm going to give this a 2 and 1/2 out of five this was an unpleasant support 00:06:35.960 --> 00:06:41.720 experience but the eventual resolution was practical and focus on solving the 00:06:39.800 --> 00:06:44.720 actual problem instead of just blindly replacing the item I couldn't make use 00:06:43.400 --> 00:06:48.039 of it in the state to arrive because of my physical disabilities in the end I 00:06:46.479 --> 00:06:52.240 managed to convey this and support agreed that rather than replacing the whole sheet they would send two 00:06:50.560 --> 00:06:55.919 additional smaller sheets to stand in for the areas I won't be able to use in 00:06:54.360 --> 00:06:59.639 my opinion it was a perfect resolution because it solves the real problem while 00:06:57.599 --> 00:07:04.560 reducing waste if they'd offered this the first couple of emails it would have 00:07:00.919 --> 00:07:06.199 been a 5 out of five but it took 12 days 00:07:04.560 --> 00:07:09.479 during this time there were several long waits for a response so rather than my 00:07:08.160 --> 00:07:13.280 initial thought of three and a half I decided to dock an additional Half Point 00:07:11.400 --> 00:07:17.400 the second rating was for a slightly manufactured issue with a t-shirt giving 00:07:15.360 --> 00:07:20.840 it a five support offered to replace the T-shirt immediately without asking for 00:07:19.039 --> 00:07:23.360 photos or any further explanation it was the easiest thing in the world and the 00:07:22.039 --> 00:07:26.840 absolute gold standard for what contacting a support team should be like 00:07:25.160 --> 00:07:30.160 it was so good it made me a little worried people could take advantage of 00:07:28.680 --> 00:07:34.120 Creator Warehouse don't do that you know pleas if that 00:07:32.560 --> 00:07:37.800 happens we'll have to revise our policies and it'll be a this is why we 00:07:35.720 --> 00:07:41.319 can't have nice thing situation we like being able to provide no questions asked 00:07:39.879 --> 00:07:48.879 Replacements if there's an issue with a product are you ready for round two sir 00:07:44.759 --> 00:07:50.440 no but here we go secret agent Alysa an 00:07:48.879 --> 00:07:54.039 active mod of our subreddit bought a mystery t-shirt three Northern Lights 00:07:51.879 --> 00:07:57.879 desk pads two MCM Arch desk Solutions and a sticker pack I got my package 00:07:56.000 --> 00:08:02.080 yesterday everything looked great but I realized I've got one too many med Arch 00:07:59.840 --> 00:08:06.639 plates and one too few of the small Arch plates also a bigger issue there's a 00:08:04.840 --> 00:08:11.919 huge red mark on my desk PAD as though someone took Sharpie to it gee Alyssa I 00:08:10.120 --> 00:08:17.720 wonder how you put that Mark on your desk pad can I have some help with this 00:08:15.479 --> 00:08:21.680 thanks for contacting LTC store see from oh this is just our autoresponder saying 00:08:19.720 --> 00:08:28.440 hey we'll respond within the next 24 to 48 hours okay how long did we 00:08:25.759 --> 00:08:34.399 actually God darn it we took 3 days again over a weekend 00:08:32.839 --> 00:08:37.839 that makes sense okay so we do technically have some staffing over the 00:08:36.000 --> 00:08:41.519 weekend but it is reduced so if you're submitting a support ticket on a Friday 00:08:39.640 --> 00:08:45.240 you might expect to see a little bit more of a wait time and you know this is 00:08:43.839 --> 00:08:50.000 actually probably a good prompt that we should update this to say one to two 00:08:47.200 --> 00:08:54.040 business days rather than 24 to 48 hours it's also worth noting that we often 00:08:51.480 --> 00:08:58.000 have big bursts in sales on Fridays yes so we can actually have an influx of 00:08:55.839 --> 00:09:01.079 tickets combined with lower Staffing over the weekends Hey Alissa I'm already 00:08:59.680 --> 00:09:04.360 here that received an effective and incorrect merchandise first I'd be happy 00:09:03.120 --> 00:09:07.880 to send you another small Arch set to resolve the missing plates awesome 00:09:06.360 --> 00:09:12.399 second for the deskpad we unfortunately do not stock any of this item so we 00:09:10.640 --> 00:09:16.800 can't replace it for you at this time you ordered the last one Alissa at this 00:09:15.079 --> 00:09:20.560 time I could either refund the affected desk pad or replace it with a different 00:09:18.399 --> 00:09:24.680 size or design that we currently have in stock in either case you not be required 00:09:22.279 --> 00:09:28.519 to send this back or send back the extra medium plates you received please let us 00:09:26.279 --> 00:09:33.959 know how you'd like to proceed so a bit of context on this one this looks like 00:09:31.880 --> 00:09:38.000 it would have been an order that came in during the lime Day promotion where we 00:09:36.000 --> 00:09:43.680 were clearing out we cleared out a bunch of stuff how many SKS did we clear out 00:09:40.160 --> 00:09:46.240 hundreds um so well not hundreds of SKS 00:09:43.680 --> 00:09:50.800 but definitely hundreds of SKS no way hundreds of skus this is a little bit of 00:09:48.519 --> 00:09:54.680 an outof theorm situation and as I referred to earlier we actually have a 00:09:52.560 --> 00:09:59.519 number of new folks coming onto the team and who have come onto the team over the 00:09:56.279 --> 00:10:02.800 last 12 months or so who are heavily 00:09:59.519 --> 00:10:04.839 focused on nailing down some of these 00:10:02.800 --> 00:10:08.320 let's say smaller issues that come up from time to time when we're clearing 00:10:06.160 --> 00:10:13.160 out old inventory so moving forward I would expect this to be a a very rare 00:10:11.240 --> 00:10:17.440 situation I appreciate you got back to me so quickly sucks I can't get the 00:10:15.079 --> 00:10:21.440 exact replacement how about the W desk pad it's not the same but I can make it 00:10:19.000 --> 00:10:25.839 work and our response said that's perfect we've created a new shipment 00:10:22.800 --> 00:10:26.880 comp containing your 15 by6 W desk pad 00:10:25.839 --> 00:10:31.399 uh we aren't able to send the plat separately so feel free to keep the extra small arches you'll be receiving 00:10:29.680 --> 00:10:35.360 awesome as a rating for LTT in particular for me definitely five stars 00:10:33.519 --> 00:10:38.839 the quality of the merchandise is superb I would absolutely order from LTT Store 00:10:37.079 --> 00:10:46.760 again everything was a winwin in my books time for Michael secret agent 00:10:43.160 --> 00:10:48.800 Michael's PTM 7950 also genuinely phase 00:10:46.760 --> 00:10:53.120 changed in transit and looked worse for wear it wasn't nearly as bad as na 00:10:50.839 --> 00:10:57.240 though so he went with the help the item I bought is too big approach now the 00:10:55.160 --> 00:10:59.760 Marino underwear explicitly states that if you have a concern with the sizing 00:10:58.480 --> 00:11:05.040 after trying it on to reach out to customer support so we did hi I bought 00:11:02.800 --> 00:11:08.800 some PTM 7950 it seems to have melted I've attached an image also I got the 00:11:06.880 --> 00:11:13.839 Marino wool underwear in medium since the regular medium fits great but it 00:11:11.079 --> 00:11:18.680 seems to be not quite the same fit I was hoping to get another thermal pad and 00:11:15.600 --> 00:11:22.720 ideally the Marino underwear in small oh 00:11:18.680 --> 00:11:28.079 how long did we take oh God August 16th 00:11:22.720 --> 00:11:29.680 okay and August 19th okay so Friday 00:11:28.079 --> 00:11:35.000 y'all got to stop reaching out on Friday man you're going to kill poor Nick kill 00:11:32.920 --> 00:11:38.279 he's going to lose his hair sorry to hear about the issue 00:11:37.079 --> 00:11:42.399 what's likely occurred as the material began to slightly change phases during 00:11:40.160 --> 00:11:47.040 Transit due to the ambient temperature that's a thing that's totally a thing it 00:11:45.000 --> 00:11:50.000 is however based on the images provided your PTM remains usable in this state 00:11:48.839 --> 00:11:56.160 due to the semi liquid nature of the material it can be reshaped uh the pressure of your heat sink will 00:11:53.519 --> 00:11:59.720 ensure this is our uh one of our form fills uh basically this is something 00:11:58.200 --> 00:12:03.680 that comes up pretty Reg regularly where somebody's like hey my thing melted and 00:12:01.760 --> 00:12:07.560 we're like yep it's okay throw it in the freezer you'll be all good it'll be cool 00:12:05.760 --> 00:12:12.720 literally it's the first two letters of the product name phase wait phase 00:12:13.880 --> 00:12:20.320 tange first letter yeah there'll probably be some 00:12:18.279 --> 00:12:23.959 Floatplane exclusives on this one or you know what no no no Floatplane 00:12:22.240 --> 00:12:27.880 doesn't get a shout out today LTT Store shout out water bottle that's the old 00:12:26.199 --> 00:12:31.720 water bottle yeah but I got the new V2 spout oh yeah cool you can get the V2 00:12:30.199 --> 00:12:37.600 spout now it's better it's more durable see I can't break oh my 00:12:35.040 --> 00:12:41.279 gosh can't break it for your Marino underwear your 00:12:39.720 --> 00:12:45.639 exchange request would not ordinarily be covered under our returner exchange policy however given the circumstances 00:12:44.279 --> 00:12:49.440 you presented we are able to Grant a one-time exception Michael said I'd give 00:12:48.040 --> 00:12:54.639 customer service a five out of five since they addressed my issues quickly and reasonably considering I sent the 00:12:52.560 --> 00:12:57.959 ticket Friday afternoon thank you for recognizing that they responded in less 00:12:56.639 --> 00:13:02.880 than half a business day and I can't really ask for more than that I'm happy with how they handled the underwear and 00:13:01.320 --> 00:13:06.839 I feel like if I did have problems with the PTM I'd probably get another one 00:13:05.560 --> 00:13:11.120 yeah so I'm really glad that the team included that as a followup hey if there 00:13:08.639 --> 00:13:15.800 are any issues please let us know trust us 00:13:11.959 --> 00:13:18.199 bro he literally gets ptmd whenever I 00:13:15.800 --> 00:13:24.399 say that next up is skoshi uhoh a broken clip uhoh skoshi 00:13:22.199 --> 00:13:30.120 may have misunderstood what the common issues with the water bottle lid 00:13:27.680 --> 00:13:34.519 are um yeah that's that's not it the old one used to break right here yeah that 00:13:32.880 --> 00:13:37.720 is not a thing that used to happen you would have had to force that in fact I 00:13:36.279 --> 00:13:42.279 think I can see the marks on it from where she forced it okay that's fine 00:13:40.160 --> 00:13:46.399 that's fine let's see how we handle that I recently received my shipment and my 00:13:43.880 --> 00:13:51.519 water bottle lid has not been staying on sure we said sorry to hear that your 00:13:50.000 --> 00:13:56.040 lid has broken we'd be happy to Grant a free replacement lid future Replacements 00:13:53.079 --> 00:13:58.360 can be purchased here in this case I mean we probably could have looked a 00:13:57.040 --> 00:14:03.959 little bit closer at the picture and saw that hey this isn't actually broken you 00:14:00.519 --> 00:14:06.440 just need to pop it back but to the 00:14:03.959 --> 00:14:11.320 team's credit this is an ongoing issue that has since been resolved with the V2 00:14:08.399 --> 00:14:15.600 you know oh skoshi said I would definitely give five stars as far as 00:14:13.399 --> 00:14:18.880 support goes responses were fast and both emails I had to send effectively 00:14:17.240 --> 00:14:22.519 solved the issue on the First Response without hassle it was easy to find the 00:14:20.680 --> 00:14:26.279 contact us page on the LTT Store website which you can't take for granted these 00:14:23.839 --> 00:14:31.000 days at some point we may have some kind of Bot or AI agent or something like 00:14:29.360 --> 00:14:35.079 that but what I can promise is that we're not going to hide it which is what 00:14:32.600 --> 00:14:38.360 a lot of companies seem to do these days overall great customer service and it 00:14:36.680 --> 00:14:42.800 made me trust that if I had any actual issues I would be able to receive 00:14:40.480 --> 00:14:47.360 service and I can speak to that a little bit as well so we are actively looking 00:14:45.000 --> 00:14:52.360 into new Solutions as Lena said for bot support and the purpose of that would 00:14:49.680 --> 00:14:55.800 not be replacing any of the existing reps that we have now or Trying to 00:14:54.120 --> 00:15:00.399 minimize the human interactions that we have but it would be removing a lot of 00:14:58.360 --> 00:15:04.959 the tier one one if you want to call it that interactions with support of 00:15:02.680 --> 00:15:08.519 where's my order I need a replacement I want to get a refund those types of 00:15:06.600 --> 00:15:12.639 things and then allowing our team to give even more time and effort to the 00:15:10.680 --> 00:15:16.880 folks that have you know a problem like the first one that was addressed there 00:15:13.880 --> 00:15:18.920 with the t-shirt and the the leaking PTM 00:15:16.880 --> 00:15:23.160 so we're cooking a lot of things in the background and uh hopefully they will 00:15:21.120 --> 00:15:27.920 Elevate The Experience even further on LTT Store last but not least we reached 00:15:26.120 --> 00:15:31.519 out to the leader they accidentally ordered everything to the wrong address 00:15:29.959 --> 00:15:35.560 but after intercepting the package they used a handy dandy Stitch Ripper to 00:15:33.639 --> 00:15:43.000 sabotage our merchandise and send some complaints to the support staff at LTT 00:15:38.560 --> 00:15:45.160 store.com warning long uhoh not great 00:15:43.000 --> 00:15:48.040 not great that's not how that would come apart cuz they would have probably 00:15:46.680 --> 00:15:51.160 talked to the fashion team about this this one's going to be interesting yeah 00:15:49.880 --> 00:15:56.480 thought it'd be easier to just forward this to you my delivery address should be the same as my billing address Google 00:15:54.399 --> 00:15:59.240 p goofed on that so unfortunately this St has received a shipping confirmation 00:15:57.839 --> 00:16:02.519 it's not possible for us to cancel the order at modifi its address which is 00:16:00.839 --> 00:16:05.639 true if it's already in the system then there's not much we can do I got 00:16:04.000 --> 00:16:08.839 everything worked out I do have a question though why did I get charged 00:16:07.160 --> 00:16:13.480 taxes on checkout only to be charged taxes from the Customs Authority in my 00:16:10.560 --> 00:16:18.720 country have to say not a fan of being charged taxes twice this has been a 00:16:16.440 --> 00:16:22.639 longstanding issue uh which is very frustrating due to how the ioss is 00:16:21.199 --> 00:16:27.360 handled I believe it's called International One-Stop shop um it's not 00:16:25.519 --> 00:16:30.720 actually that much of a One-Stop shop it it turns out because different Customs 00:16:29.160 --> 00:16:36.399 authorities tend to handle these things differently and the implementation that 00:16:33.160 --> 00:16:38.399 we have on our Shopify site um is 00:16:36.399 --> 00:16:43.199 imperfect I would say um we haven't been able to find a solution to that so our 00:16:40.240 --> 00:16:47.079 our standard policy is hey let us know as soon as you get a receipt pay those 00:16:45.000 --> 00:16:50.680 taxes and then we will issue that back to you and then our our poor accounting 00:16:49.040 --> 00:16:54.040 team has to deal with all the other elements in the background of of 00:16:52.040 --> 00:16:57.240 changing the reporting there so we understand it's definitely not an ideal 00:16:55.240 --> 00:17:01.279 situation we always do our best to you know be in line with any laws that might 00:16:59.639 --> 00:17:05.959 be applicable to us be that tax or otherwise um quite frankly i' I've been 00:17:04.360 --> 00:17:10.120 told by multiple people that the way that some other stores handle it is they 00:17:07.520 --> 00:17:13.720 just don't all right he sent us the customs and tax bill and we'll provide 00:17:12.280 --> 00:17:17.760 your vat refund immediately this will go to your original payment method okay 00:17:16.720 --> 00:17:24.240 totally resolved but wait there's more hey there 00:17:21.919 --> 00:17:27.799 I'm a little annoyed first of all you guys ship with parcel force in the UK 00:17:26.360 --> 00:17:31.160 who have the highest clearance fees making my order cost more 00:17:29.520 --> 00:17:35.480 my box was pretty beat up which wasn't fun either luckily nothing fragile then 00:17:33.840 --> 00:17:40.440 it seems one of the t-shirts has some kind of a defect like look at this 00:17:37.600 --> 00:17:44.720 sleeve sorry if I'm being rude here I am autistic and not always the best at 00:17:42.320 --> 00:17:47.760 communicating I I don't know I thought I don't think that was rude at all I think 00:17:46.480 --> 00:17:53.320 if you're a little annoyed then it's fine to say you're a little annoyed I think our support team would vouch that 00:17:50.799 --> 00:17:57.720 in the grand scheme of annoyed customers this is on uh on the Kinder side and to 00:17:55.679 --> 00:18:01.559 be clear the vast majority of our customers are very kind and very nice um 00:18:00.480 --> 00:18:06.039 and there are many of them we're approaching I think a million orders 00:18:03.559 --> 00:18:11.080 we're likely to hit that within the next few months here yeah and most of you are 00:18:09.120 --> 00:18:13.240 so kind so we said hey I'm sorry about the issue uh could have you confirm 00:18:12.280 --> 00:18:18.039 which shirt is having the problem we should be able to provide further assistance once that is confirmed it's 00:18:16.320 --> 00:18:23.840 the color one it has a triangle on it question mark sorry to hear oh 00:18:21.200 --> 00:18:27.000 no sorry to hear you receive defective merchandise it's not possible to replace 00:18:25.480 --> 00:18:30.000 this shirt due to a lack of stock sorry about that and leave this to make things 00:18:28.520 --> 00:18:34.880 right can do one of the following one provide a different product or color variant two a refund or three store 00:18:33.320 --> 00:18:38.159 credit for the value please let us know if any of these options work for you the 00:18:36.840 --> 00:18:43.280 only issue with store credit plus shipping is that I'm going to get slammed for the import fees again which 00:18:41.600 --> 00:18:47.200 would make having just a single t-shirt order still end up costing money if I 00:18:45.480 --> 00:18:50.960 get a straight refund will I also be refunded in appropriate amount for the 00:18:48.760 --> 00:18:54.760 tax and Customs that I had to pay on the defective product and this one gets a 00:18:53.120 --> 00:18:57.280 little bit complicated actually so we said at this time any taxes you recharge 00:18:56.400 --> 00:19:01.679 from our store have already been refunded to you through the vet refund uh since we do not charge any other 00:19:00.400 --> 00:19:06.880 Customs or Duty fees you would have to claim back any fees you've paid if doing so is allowable under your country's 00:19:04.679 --> 00:19:10.080 regulations sure just refund the original payment method it was not an 00:19:08.720 --> 00:19:13.960 ideal solution but I appreciate you taking the time to explain my options I 00:19:12.000 --> 00:19:21.159 didn't mean to be rude have a great weekend oh my God there's more I have a 00:19:18.000 --> 00:19:23.440 problem my cat spilled a beer on my desk 00:19:21.159 --> 00:19:28.000 pad last night any chance you know how to clean it I don't want to ruin it so 00:19:25.919 --> 00:19:30.640 we said uh generally speaking they should be cleaned with luk warm water 00:19:29.159 --> 00:19:33.840 and a damp cloth in more extreme cases your DK pad can be machine washed cold 00:19:32.280 --> 00:19:37.440 on the delicate cycle and then Place face up on the rack to dry obviously you 00:19:35.880 --> 00:19:42.360 don't want to throw it through a dryer um given that it is rubber so my rating 00:19:40.400 --> 00:19:45.640 is three out of five although this didn't impact my rating I do want to 00:19:44.120 --> 00:19:49.320 point out that quite a few of the items I wanted to order were out of stock and 00:19:47.200 --> 00:19:53.640 that made me a little sad we are working on that we're actively working on that 00:19:51.120 --> 00:19:57.679 our skew count kind of ballooned over the last 3 or 4 years and we haven't 00:19:55.640 --> 00:20:02.280 done a great job of managing clearing out the inventory that we just have bits 00:19:59.840 --> 00:20:05.720 and pieces left of the LT Inventory management experience sale we had this 00:20:03.960 --> 00:20:10.400 year cleared out according to Nick literally hundreds of SKS and then Black 00:20:08.440 --> 00:20:15.400 Friday Cyber Monday which will probably happen after this video goes up don't 00:20:13.280 --> 00:20:18.280 miss it uh is going to clear out a bunch more and then once that's done we're 00:20:17.240 --> 00:20:22.880 going to try to maintain a more manageable skew count so we don't just 00:20:20.440 --> 00:20:26.600 have mediums in this shirt and extra small and triple XL of that shirt and we 00:20:25.320 --> 00:20:31.400 can keep things a little tighter actually Black Friday should be a little different than this year so keep your 00:20:29.840 --> 00:20:34.600 eye out and sign up for the uh email list if you haven't already for the most 00:20:33.120 --> 00:20:37.960 part I was happy with the support I received the first annoyance I had was a 00:20:36.159 --> 00:20:43.000 complete lack of a support email address on the store website I understand 00:20:39.919 --> 00:20:44.799 there's a contact form and yeah I get it 00:20:43.000 --> 00:20:48.840 but we need to use a contact form because you can't actually rely on email 00:20:47.280 --> 00:20:53.400 we had a lot of issues with stuff getting flagged as spam yes that is true 00:20:51.640 --> 00:20:57.400 and to be clear you still technically can email the support email and it will 00:20:55.559 --> 00:21:01.200 go through to our ticketing system we don't prefer that you do it that way but 00:20:59.320 --> 00:21:05.760 um we want to make sure that however you're trying to reach out to us you can 00:21:03.600 --> 00:21:09.280 um and that our support team can get back to it as soon as possible our 00:21:07.240 --> 00:21:13.159 support team does a pretty great job all you got to do is go on the subreddit and 00:21:10.679 --> 00:21:16.919 you'll find yeah maybe uh maybe we can throw in some some subreddit post here 00:21:14.919 --> 00:21:19.799 of appreciation for the support team I would have preferred for support to be 00:21:18.120 --> 00:21:23.279 done quicker especially when I sent an email about a change of address within 00:21:21.159 --> 00:21:26.880 the hour of placing my first order and that's something that an automated 00:21:24.919 --> 00:21:30.840 system could help with 100% but something that humans cannot necessarily 00:21:29.559 --> 00:21:34.840 help with because tickets are always going to be first in first out so it's 00:21:33.159 --> 00:21:38.559 not an issue of how quickly you sent in that email it's an issue of how many 00:21:36.679 --> 00:21:41.880 emails were sitting in the queue already I would consider changing delivery 00:21:39.840 --> 00:21:47.480 partners for the UK it was handled by parcel Force we don't always know 100% 00:21:45.840 --> 00:21:54.760 which Courier partner is going to be used by our Courier partner and to add 00:21:50.760 --> 00:21:56.880 to that even if we don't have a certain 00:21:54.760 --> 00:22:00.320 career partner selected as part of our overall group that we utilize whatever 00:21:59.120 --> 00:22:05.159 career partner we're using might subcontract out to another for certain 00:22:02.400 --> 00:22:09.440 regions so for example some areas in Canada only Canada Post serves so even 00:22:07.720 --> 00:22:13.360 if you ship something via FedEx it then gets passed over to Canada Post you'll 00:22:11.120 --> 00:22:16.799 see an updated tracking code on Canada Post and that's who will handle your 00:22:14.679 --> 00:22:21.120 final delivery we're not at the scale where we can have a UK office and 00:22:18.960 --> 00:22:24.679 distribution center and an EU office and distribution center and an Australian 00:22:22.400 --> 00:22:29.080 office and distribution center it's just not in the cards anytime soon but I will 00:22:26.840 --> 00:22:32.480 say multiple distribution centers is something that has always been suggested 00:22:30.760 --> 00:22:35.559 over the years and we're in a better position than we ever have been to start 00:22:34.000 --> 00:22:38.760 considering things like that so that's not a commitment that this will happen 00:22:37.279 --> 00:22:41.720 but just know that we're we're actively working on these things and and we're 00:22:40.360 --> 00:22:46.080 constantly thinking of ways that we can serve you better as LTT Store it would 00:22:44.720 --> 00:22:50.760 be nice if there was a document that explained how to get a refund on the import 00:22:49.080 --> 00:22:54.640 fees yeah we'd have to have a different 00:22:52.640 --> 00:22:58.600 document for literally every country and sometimes different regions in different 00:22:56.080 --> 00:23:03.360 countries um we'll file that away with ideas though I 00:23:02.240 --> 00:23:09.600 was a little disappointed at the amount of plastic packaging used for a clothing product since when are we still using 00:23:06.919 --> 00:23:13.000 plastic packaging what item is this oh that's the Mac addess shirt oh and then 00:23:11.720 --> 00:23:19.120 what's the one on the left I don't know what that is I thought we switched over to these glassing bags for all the 00:23:15.919 --> 00:23:20.559 shirts so on a lot of our shirts we have 00:23:19.120 --> 00:23:26.440 depending on the volume of the order sometimes we're not able to given the 00:23:23.440 --> 00:23:28.799 the overlap of order volume and product 00:23:26.440 --> 00:23:33.200 size oh he means the volume of our order from the supplier sorry yes the quantity 00:23:30.919 --> 00:23:36.640 that we're ordering right of an item so if we're ordering a few hundred of 00:23:34.840 --> 00:23:41.600 something that's more Niche and we go and like hm can we also have special 00:23:39.080 --> 00:23:47.200 packaging they basically tell us to pound sand well what they tell us is you 00:23:43.720 --> 00:23:48.520 can order 250,000 of them the products 00:23:47.200 --> 00:23:53.200 though top quality stitching was excellent quality is amazing they're all very comfortable I particularly liked 00:23:51.559 --> 00:23:56.279 the use of a range of people on the store to better gauge sizes I ended up 00:23:54.760 --> 00:24:02.080 buying a size larger than usual thanks to that feature and everything fits great I give it a two and a half out of 00:23:59.720 --> 00:24:04.840 five faster would help sorting out the issue with taxes and fees being paid 00:24:03.559 --> 00:24:08.720 twice alone would have made it three out of five but what really bothered me was 00:24:07.000 --> 00:24:12.120 the fact that I imagine many people don't realize they need to ask for a 00:24:10.200 --> 00:24:15.159 refund on that point I've ordered previously and needed to request a 00:24:13.600 --> 00:24:21.840 refund support is definitely improved since then on both speed and Clarity but there's still some improvements needed 00:24:18.720 --> 00:24:24.600 overall then when we did good we did 00:24:21.840 --> 00:24:29.320 really good when we didn't do as good but it's clear that there's some valid 00:24:26.480 --> 00:24:34.480 criticisms um especially with our UK and EU shipping which we're aware of but we 00:24:31.600 --> 00:24:39.679 don't have any immediate ways to solve like like once and for all it's clear 00:24:36.919 --> 00:24:44.760 that there are some misses that we can give them better tools for so for 00:24:42.120 --> 00:24:49.039 example when there's somebody who has an item that we're not able to replace 00:24:47.279 --> 00:24:53.480 maybe there's some sweetener that we can add um to make that a little bit of a a 00:24:51.399 --> 00:24:56.799 less negative experience may we could find some store credit or something even 00:24:55.120 --> 00:25:00.399 if it's not a direct refund you know maybe we can do a little bit more to to 00:24:58.600 --> 00:25:03.919 take that on our ourselves and and own that a little bit further so I think 00:25:02.279 --> 00:25:07.919 there's some really good learnings from this um I think that we can definitely 00:25:05.880 --> 00:25:12.559 make some really small adjustments like 24 to 48 hours to one to two business 00:25:10.080 --> 00:25:18.120 days and and help just smooth things a whole lot um and I think that with time 00:25:16.679 --> 00:25:23.200 uh we're going to see a whole lot more Improvement than we even have to date I 00:25:20.399 --> 00:25:27.440 mean if we had done this 3 years ago sometimes our response times were like 00:25:24.760 --> 00:25:32.919 weeks when you go from getting 500 support inquiries in a month to 15,000 00:25:30.720 --> 00:25:41.679 support inquiries in a month literally from July to August um yeah 00:25:38.039 --> 00:25:45.799 it's it's hard hard it's hard like this 00:25:41.679 --> 00:25:48.120 hard segue to our sponsor ODU imagine 00:25:45.799 --> 00:25:51.960 this you opened up a specialty boutique store that sells bright yellow umbrellas 00:25:50.039 --> 00:25:57.039 and things are going great but you have to open 10 different apps just to sell 00:25:54.399 --> 00:26:00.679 one item that's where ODU comes in they are all-in-one business management 00:25:58.720 --> 00:26:05.799 software takes the Essential Elements of any business and combines them into one 00:26:03.320 --> 00:26:10.720 unified operating system check out their CRM and sales apps which make lead 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folks just like you so go start unifying your processes by 00:26:52.000 --> 00:26:58.880 checking out our link for a free 15-day trial or to set up a demo with odu's 00:26:57.120 --> 00:27:03.880 expert team hard like this punch to Linus's face if 00:27:02.080 --> 00:27:07.760 you guys enjoyed this video make sure to check out more from our secret shopper 00:27:05.679 --> 00:27:11.360 series we just secret shopped my investment framework we've secret 00:27:09.399 --> 00:27:16.159 shopped the big players in the PC integration 00:27:13.080 --> 00:27:18.600 space it's not usually this stressful 00:27:16.159 --> 00:27:22.000 I'm glad you had fun I did actually and also I was stressed I don't know if this 00:27:19.960 --> 00:27:26.200 is a net win for us or not I guess we'll find out I guess we'll find out